[Domain Categories - Field size]

Thank you Steve.

 

Kind Regards,

 

Salma

[Portal Overlapping Issue]

Hi Dan and James,

 

Thanks for having a look in to this and fixing the issue.

 

Kind Regards,

 

Salma

[BPM workflow]

Hi

 

Thanks for pointing that out to me, however, I was thinking more from a visual point of view that the workflow should change the colour of the arrows to a different colour to show it at a glance.

 

Kind Regards,

[BPM workflow]

Hi,

 

Could there be an enhancement to the executed processes to show the path that was taken by the process to reach the point where the process has failed (this is important when debugging BPMs) 

Thank you.

Kind Regards,

 

Salma

 

[Ticket Cancellation Notification]

Hi Steve,

 

Thanks for confirming.

Kind Regards,

 

Salma

 

[Cost Centre Attribute Field Length]

Hi Steve,

 

These fields please

 

 

 

 

Kind Regards,

 

Salma

[Asset - Owner/team notified]

Hi Steve,

 

In the procap we have got a list of assets in a dropdown for the user to select.

 

Kind Regards,

 

Salma

 

 

 

[Ticket Cancellation Notification]

Hi Steve,

 

I am unsure of how you would record the cancellation reason in to a custom field (if this is not part of the custom button prompt). I don't think its wise from a usability point of view as the analyst may forget to enter a reason prior to clicking the custom button.  This would then fire off a notification without a reason.

 

Kind Regards,

 

Salma

 

[Catalog Item Icons]

Can we request for additional SVG images if they are not present?

 

Kind Regards,

 

Salma

[Cost Centre Attribute Field Length]

Hi Steve,

We have got several cost centre approvers and we were hoping to use the attribute fields to populate this information with.  There can be up to 20 approvers which we would need to populated.  Is there a possibility of introducing a new unlimited length field for cost centres?

Kind Regards,

 

Salma

[Portal Overlapping Issue]

Hi 

We have noticed that when a services catalog items are displayed and you try searching the box below appears however, the catalogue items appear on top of the box so you cannot see whats in the box (happy to show this as it is difficult to explain). There is a similar issue in procaps as the box hides the textbox area that is below it with box below.

 

Kind Regards,

 

Salma

[Asset - Owner/team notified]

Hi,

 

In a procap if an asset is selected, could there be a node in the BPM to retrieve the asset owner, this should then allow an email to be sent to the asset owner, notifying them that a ticket has been logged against their asset.

Kind Regards,

Salma

[Ticket Cancellation Notification]

Hi,

 

If a ticket is cancelled within Hornbill, is there a way that the customer could be notified?  Could this also include the cancellation reason please.

 

Kind Regards,

 

Salma

[Tasks and Tickets - in one view]

Hi,

 

is it possible to create a view/page which shows all tickets and tasks assigned to your team?

 

Kind Regards,

 

Salma

[Cost Centre Attribute Field Length]

Hi

 

The cost centre attribute field lengths are set as 68 characters could this be increased please.

 

Thanks.

 

Kind Regards,

 

Salma

[Catalog Item Icons]

Hi All,

 

I was wondering whether there is a way of importing your own icons for the catalog item icon?

 

Kind Regards,

 

Salma

[Domain Categories - Field size]

Hi 

 

The domain categories are limited to 32 characters, could the field length be increased please.  Thank you.

Kind Regards,

 

Salma

[Priority change]

Hi 

@Adrian SimpkinsThanks I shall give this a go.

 

Kind Regards,

 

Salma

[Email Response - Resulting in taking ticket off-hold]

Thanks Victor I shall give this a bash.

Kind Regards,

Salma

 

[Customer Feedback - In Resolution Email]

Thank you Steve

Kind Regards,

 

Salma

[Email Response - Resulting in taking ticket off-hold]

Hi  All,

 

I was wondering whether there is an easy way of taking a ticket off hold when a customer/external supplier replies to a ticket via email. This would draw attention to the analyst to review the ticket.  Thank you for your help.

 

Kind Regards,

 

Salma

[Customer Feedback - In Resolution Email]

Hi,

 

Could the feedback options be presented in the resolution email template so that the user does not have to click on the link within the email to provide feedback?

 

Kind Regards,

[Dropdown values not clearing]

Hi James,

 

Thanks for your reply. Yup can see that bit is resolved, thank you for resolving that.  However, I think that if the there is a cascading dropdown/textbox and the value is altered it should clear out the value in the secondary dropdown/textbox otherwise when a user goes to re-select the value it would hold the old information.  Please see example below

The calendar appears if the user selects 'yes'

 

 

If the user changes their mind and selects no , the text box disappears

   

Reselecting - yes has retained the old value in the field.

 

Kind Regards,

 

Salma

[Priority change]

Hi All,

 

I was wondering whether you can help, I would like an email to be triggered to a group of people when a priority has been changed manually by an analyst or within a BPM to a P1.   How can I achieve this please?

 

Kind Regards,

 

Salma

[Dropdown values not clearing]

Hi Andy,

 

Thank you for your feedback, yes you got it before the capture is finishing I would expect the value to clear like you have mentioned below but it does not.

Or perhaps you are selecting "yes" and "upgrade", then "no", then "yes" again without finishing the capture? In this case, dropdown2 will have retained "upgrade". Is it at this point you expect the value to have been cleared ?

 

Kind Regards,

 

Salma